Frequently Asked Questions... and Answers
Is my item in stock?
We here at Counterfit are in constant contact with our suppliers and we endeavour to list products that are in stock and ready for purchase by you, the customer. However, please do not hesitate to contact our sales team through our hotline on 0845 299 7353 before placing your order if you wish to confirm the item you desire is available.
Can I speak to a sales person?
Our dedicated sales team are available and waiting to talk to you. Please call 0845 299 7353 for more information. If you cannot get through, please do not worry, a sales person will be with you as soon as possible.
What is the technical specification of this item?
Here at Counterfit we keep all technical information of our items on record of which details can be obtained over the phone or via our online support. Should we be unable to find the required information at that point we will endeavour to obtain it and pass this on to you, the customer.
If my purchase failed, how soon could I have it fixed?
If urgent attention is required then a qualified engineer would be with you as soon as possible, generally within one working day. For all other technical issues an engineer will be made available within seven working days.
When can I expect delivery of my item?
All delivery terms are detailed in the product information for each item. Delivery dates depend upon the type of product ordered and this means that delivery dates vary from one to five working days if in stock.
Is this network secure for online payments?
Every transaction made to Counterfit Ltd is a secure transaction and no details you provide are passed on to third parties.
What are your opening hours?
We are available via our online support at any time, so if you wish to contact us please do so. We have a dedicated team available to talk to on our sales hotline 0845 299 7353 from 9am – 5pm Monday - Friday. Please do not be offended if the lines are busy. You will be invited to leave your details on our answer service and you will receive a call back within one working day.
What happens if I am unavailable on the proposed date of delivery?
For next day delivery items, you will be obviously be aware of the delivery date prior to ordering the item. For larger items that are delivered within 5 working days, and all items that are out of stock at time of order, you will receive a phone call from a Counterfit representative to discuss delivery options. We would ask that at this point you mention any details. Should a delivery be unsuccessful, a re-delivery date will be arranged along with a fee. Items may not be refunded between an unsuccessful delivery and a second attempt.
If I am making a quantity order, can I obtain a better price?
To discuss any orders of quantity please call our sales hotline on 0845 299 7353 to discuss with a member of our dedicated team.
I have received damaged or incorrect goods, what should I do?
If you are aware that the goods are incorrect at time of delivery, please record this on the paperwork at that time, and ask the delivery person to return the item. Do not accept the delivery. If however you discover at a later time that the item is damaged or incorrect, please contact us. Please note that no items can be replaced having been used or the damage being notified after 48 hours of delivery. See our returns policy for full details.
What is your returns policy?
Goods are not sold on a trial basis. Customers should check specifications and suitability before ordering. Counterfit Ltd does not warrant the suitability of goods for specific applications.
Goods supplied to you by special order that are not listed on our website may not be returned unless they are faulty or damaged on delivery.
Goods which have been incorrectly ordered or are unsuitable will only be accepted for return with prior approval from Counterfit Ltd. Returned goods will only be accepted within 7 days of delivery, if they are correctly packed in the original packaging, with original manuals and have not been used. A restocking charge of 25% will be levied on all such goods.
Goods may not be returned without prior authorisation and a Goods Return Authorisation number from Counterfit Ltd. This can be obtained by contacting our customer service team on 0845 299 7353.
Customers are responsible for returning goods, ensuring returned goods are suitable packed and obtaining necessary proof of delivery and receipt.
What are your warranty terms?
Standard warranty details differ depending on the product selected and these details can be found at the bottom of the product information:
Extended warranty options are available on most products, but an additional fee is stated and applicable to your purchase.
What is your pricing policy?
Listed prices are exclusive of Value Added Tax, which is chargeable at 15%. Delivery is free of charge within the UK mainland and therefore delivery is not chargeable as an additional cost.
Do you dispose of existing units?
At an additional cost, it can be arranged for the removal and safe disposals, of any old unit. Please contact one of our dedicated sales team for a quote. All units are disposed of in line with current legislations.